Director of Support Services

The Director of Support Services will provide leadership, strategic direction, and coordination for customer-focused services and has responsibilities in the tactical and operational realms of user support and communication.

The Director has overall responsibility for the staff performance and operations of the central IT Help Desk, desktop support and troubleshooting, computer training and documentation and communication areas. Working closely with the CIO and other senior management staff, (s)he provides leadership within IT Services and is responsible for IT Services service image in the community. 


Duties and responsibilities:
1. Manage the staff of approximately 20 full-time staff members and 40 student employees.

2. Act as sponsor for various IT service management processes, including incident management, oversee development and implementation of processes and procedures for effective technology support, and coordinate those processes with other areas within IT Services and other campus support partners.

3. Oversee the deployment of the Computer Replacement program, maintenance, and support of end-user devices (PCs, laptops, tablets, PDAs, etc.)

4. Develop, plan, and implement, in alignment with the IT Services strategic plan, the overall strategic and tactical goals for the Support Services area

5. Responsible for internal and external communications and the development and maintenance of the IT Services web presence and SharePoint site

6. Guide users of University resources to follow policies, procedures and local, regional, and national ethical guidelines

7. Determine and delineate necessary costs to meet the support needs of the university within the defined scope and maintain a cost-efficient, productive unit

8. Assist in the evaluation, design and support of campus and departmental computer labs

9. Oversee the training and documentation needs of both the end-users and the internal IT support staff as well as evaluating training and document effectiveness

10. Perform other duties as assigned 



Required Knowledge, Skills and Abilities:
Bachelor's degree with at least 10 years of experience in information technology, including 5 years of management experience. Experience in customer support and a strong service orientation. Strong leadership and management skills. Demonstrated ability to communicate and work collaboratively with all levels of technical and professional staff, senior IT management and University leadership, and all sectors of the user community. Highly developed communication skills, across all media (written, oral, presentation, etc.) are essential, as well as a demonstrated ability to plan, communicate, and build buy-in for projects, priorities, and goals. Ability to keep current with significant technology changes so improvements of service can occur. Must be knowledgeable about Windows and Macintosh platforms and productivity software, be willing to work both "hands-on" and conceptually as needed, and be able to juggle multiple priorities within changing technical and support requirements.

Master's degree and prior experience in a university environment is strongly preferred.

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Applications will be accepted until the position is filled.

Please provide a cover letter and resume/CV when applying, online, via the QuickLink:

https://careers.marquette.edu/applicants/Central?quickFind=51524 



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